Description
<p><b>About Pulse Labs</b></p><p>Pulse Labs is a leading UX research firm backed by industry leaders such as Google and Amazon. We partner with some of the world’s most innovative companies to provide fast, reliable, and actionable feedback throughout the product lifecycle – from early concept testing to post-launch optimization.</p><p><br></p><p>As we expand our B2B research and data programs, we are building structured, scalable ways to engage businesses – ranging from startups to large enterprises – to participate in research initiatives, advisory programs, and longitudinal studies. This role plays a critical part in making that happen.</p><p><br></p><p>The <b>General Manager, Research Solutions</b> is responsible for the profitable growth of the Research Solutions business unit. This role establishes the vision and strategic direction for the business, owns critical client relationships, and drives revenue expansion through both new client acquisition and growth of existing accounts.</p><p><br></p><p>Operating in a fast-changing UX research landscape within the tech industry, this role requires a leader who thrives in a fast-paced environment with minimal oversight.</p><p>This is a business leadership role, not a hands-on research position.</p><p><br></p><p><b>Key Responsibilities</b></p><p><b>Business & P&L Ownership</b></p><ul><li>Drive profitable growth of the Research Solutions business unit, owning full P&L responsibility including revenue forecasting, margin management, and budget planning.</li><li>Establish and communicate a clear, compelling vision for the business unit that aligns with company objectives and market opportunities.</li><li>Develop and execute strategies to improve profitability, utilization, and operational efficiency while scaling the business.</li><li>Partner with executive leadership on pricing models, capacity planning, and growth initiatives.</li></ul><p><br></p><p><b>Client & Account Management</b></p><ul><li>Own and nurture key client relationships, serving as a trusted strategic advisor and senior point of escalation for critical accounts.</li><li>Drive sales growth by acquiring new clients and expanding revenue within existing accounts through renewals, upsells, and cross-sell opportunities.</li><li>Oversee delivery quality across accounts to ensure commitments, timelines, and financial targets are met while maintaining strong client satisfaction and retention.</li><li>Guide Sales and Account Managers on long-term account strategy and revenue optimization.</li></ul><p><br></p><p><b>Operations & Delivery Leadership</b></p><ul><li>Work closely with the Director of Enterprise Services to ensure successful scoping, execution, and delivery of UX research studies.</li><li>Navigate and adapt to the rapidly evolving UX research landscape within the tech industry, identifying emerging trends and opportunities.</li><li>Lead end-to-end service delivery across multiple concurrent client engagements, ensuring operational excellence.</li><li>Establish scalable processes, workflows, and performance metrics to support consistent execution as the business grows.</li><li>Ensure projects are staffed appropriately to meet delivery and margin goals.</li></ul><p><br></p><p><b>Team Leadership & Management</b></p><ul><li>Lead, coach, and develop managers and individual contributors within Research Solutions.</li><li>Set clear performance expectations and accountability across the organization.</li><li>Drive a culture of ownership, operational rigor, and continuous improvement.</li><li>Operate effectively with minimal oversight, demonstrating strong autonomous decision-making and initiative.</li></ul><p><br></p><p><b>Cross-Functional Collaboration</b></p><ul><li>Partner closely with Sales, Product, Engineering, and Enterprise Services teams to drive integrated solutions.</li><li>Translate client needs and business priorities into compelling research initiatives and service offerings.</li><li>Provide leadership visibility into risks, performance trends, and improvement opportunities.</li></ul><p><br></p><p><b>Required Experience & Qualifications</b></p><ul><li>Bachelor’s degree required in Business Administration, Finance, Economics, Operations Management, or a related field</li><li>MBA or other advanced degree strongly preferred</li><li>6+ years of experience in general management, operations, or services leadership</li><li>Demonstrated ownership of P&L, budgets, and forecasting</li><li>Strong background in client services, account management, or professional services</li><li>Experience managing cross-functional teams in a delivery-driven environment</li><li>Proven ability to drive revenue growth and scale operations while maintaining quality and margin</li><li>Exceptional stakeholder communication and executive presence</li></ul><p></p>
